CN105592234B - Processing method of communication data and device - Google Patents
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Abstract
A kind of processing method of communication data of the application offer and device.Method includes：Obtain user communicated at least one customer service client that customer service system provides caused by be used to describe the communication data of the problem of user is seeked advice from；Semantic analysis is carried out to the communication data for describing the problem of user is seeked advice from, from the communication data for describing the problem of user is seeked advice from, determines the communication data for describing same or similar problem；According to the communication data for describing same or similar problem and the communication data for describing the problem of user is seeked advice from, the solution probability for the problem of user is seeked advice from is obtained.Technical scheme can improve the accuracy of the fix-rate for the problem of counted user is seeked advice from.
Description
【Technical field】
This application involves field of communication technology more particularly to a kind of processing method of communication data and device.
【Background technology】
With the development of internet and the communication technology, user can be communicated by network or phone, and communicated
Some problems are seeked advice from journey and obtain associated answer.For example, more and more customer service systems use interactive voice answering hot line
Service the modes such as (Interactive Voice Response, IVR), online chatting service and/or online Self-Service, with
Family is communicated, so that user seeks advice from some problems, and provides a user associated answer.Wherein, the solution that user is asked questions
Certainly rate can weigh the service quality of customer service system to a certain extent.
In the prior art, judge that the problem of user is seeked advice from mainly judges user when specified either with or without being resolved
Between problem consulting twice or more whether was carried out in (such as 24 hours), if so, assert user within the specified time
What is seeked advice from is same problem, and the problem is unresolved, if it is not, then assert that the problem of user is seeked advice from is resolved.
This method is more mechanical, it is possible to not have any contact between former and later two problems, but this method can be by two problem identifications
At a problem, and think that the problem could not be resolved, so there are certain errors.
【Invention content】
A kind of processing method of communication data of many aspects offer and device of the application, to improve counted user institute
The accuracy of the fix-rate of the problem of consulting.
The one side of the application provides a kind of processing method of communication data, including：
Acquisition user is used to describe institute caused by being communicated at least one customer service client that customer service system provides
State the communication data for the problem of user is seeked advice from；
Semantic analysis is carried out to the communication data for describing the problem of user is seeked advice from, from described for retouching
In the communication data for stating the problem of user is seeked advice from, the communication data for describing same or similar problem is determined；
It described is seeked advice from according to the communication data for describing same or similar problem and for describing the user
The problem of communication data, obtain the solution probability for the problem of user is seeked advice from.
The another aspect of the application provides a kind of communication data processor, including：
Data acquisition module carries out communication institute for obtaining at least one customer service client that user provides with customer service system
The communication data for describing the problem of user is seeked advice from generated；
Semantic module, it is semantic for being carried out to the communication data for describing the problem of user is seeked advice from
Analysis is determined from the communication data for describing the problem of user is seeked advice from for describing same or similar ask
The communication data of topic；
Probability acquisition module, for according to the communication data for describing same or similar problem and described for retouching
The communication data for stating the problem of user is seeked advice from obtains the solution probability for the problem of user is seeked advice from.
In this application, customer service system provides at least one customer service client, and user can be at least one customer service client
End is communicated, and to carry out problem consulting, carries out communicating being used for for generation at least one customer service client by obtaining user
The communication data for describing the problem of user is seeked advice from, to the acquired communication data for being used to describe the problem of user is seeked advice from into
Row semantic analysis therefrom determines the communication data for describing same or similar problem, according to for describing same or similar ask
The communication data of topic and communication data for describing the problem of user is seeked advice from, determine that the solution that user is asked questions is general
Rate.It can be seen that the application is by semantic analysis, it is seeked advice from from user the problem of itself solve probability to count its, and
It is not the number asked questions by user, therefore the accuracy of the problem of counted solution probability can be improved.
【Description of the drawings】
It in order to more clearly explain the technical solutions in the embodiments of the present application, below will be to embodiment or description of the prior art
Needed in attached drawing be briefly described, it should be apparent that, the accompanying drawings in the following description is some realities of the application
Example is applied, it for those of ordinary skill in the art, without having to pay creative labor, can also be attached according to these
Figure obtains other attached drawings.
Fig. 1 is the flow diagram for the processing method of communication data that one embodiment of the application provides；
Fig. 2 is the flow diagram for the processing method of communication data that another embodiment of the application provides；
Fig. 3 is the flow diagram for the processing method of communication data that the another embodiment of the application provides；
Fig. 4 is the structural schematic diagram for the communication data processor that one embodiment of the application provides；
Fig. 5 provides the structural schematic diagram of communication data processor for another embodiment of the application.
【Specific implementation mode】
To keep the purpose, technical scheme and advantage of the embodiment of the present application clearer, below in conjunction with the embodiment of the present application
In attached drawing, technical solutions in the embodiments of the present application is clearly and completely described, it is clear that described embodiment is
Some embodiments of the present application, instead of all the embodiments.Based on the embodiment in the application, those of ordinary skill in the art
The every other embodiment obtained without creative efforts, shall fall in the protection scope of this application.
Fig. 1 is the flow diagram for the processing method of communication data that one embodiment of the application provides.As shown in Figure 1, the party
Method includes：
101, obtain user communicated at least one customer service client that customer service system provides caused by be used for retouch
State the communication data for the problem of user is seeked advice from.
102, the communication data to above-mentioned for describing the problem of user is seeked advice from carries out semantic analysis, from above-mentioned for retouching
In the communication data for stating the problem of user is seeked advice from, the communication data for describing same or similar problem is determined.
103, it above-mentioned is seeked advice from according to the above-mentioned communication data for describing same or similar problem and for describing user
The problem of communication data, obtain user it is seeked advice from the problem of solution probability.
The present embodiment provides a kind of processing method of communication data, this method can be executed by communication data processor.Having
On body is realized, communication data processor can be any device or equipment with certain processing capacity.
In practical applications, various applications generally can all provide customer service system, for using the user of the application to provide
A kind of intercommunion platform, so that user carries out problem consulting, the understanding of relevant information and suggestion feedback etc..
In the present embodiment, customer service system provides at least one services channels (or method of service), such as may include
IVR, online chatting service and/or online Self-Service etc..A kind of customer service client is arranged for each services channels in customer service system
End, communicates for visitor's client with user, to carry out problem consulting.Wherein, IVR is mainly by communicating operation
The voice communication that the call center that quotient provides carries out, the corresponding customer service clients of IVR are mainly service calls；Online chatting service
Belong to the network communication by the progress such as immediate communication tool, online chatting services corresponding customer service client and is mainly deployed in
The immediate communication tool of customer service system side；Online Self-Service also belongs to network communication.
It is worth noting that the communication of the present embodiment is the communication of broad sense, i.e., every mode that can be interacted all belongs to
Communication described in the present embodiment, that is to say, that the communication described in the present embodiment is including but not limited to carried with communicating operator
For mode (such as using phone or mobile phone by way of call center) carry out communication.
Further it is worth noting that, user can communicate at least one customer service client, to carry out problem official communication
Ask, and user at least one customer service client communicated the problem of seeked advice from can be identical, can not also be identical, specifically
Depending on the solution situation for the problem of visual customer system is seeked advice to user.
In the present embodiment, for the solution probability for the problem of counting user is seeked advice from, communication data processor is first
Acquisition user is consulted caused by being communicated at least one customer service client that customer service system provides for describing the user
The communication data of the problem of inquiry.
It is worth noting that user is particular by visitor's client corresponding with each customer service client, it is objective with each
It takes client to be communicated, to carry out problem consulting.For example, if customer service client is to be deployed in the Instant Messenger of customer service system side
News tool, then visitor's client is to be deployed in the immediate communication tool of user side, such as visitor's client can be deployed in use
In the terminal of family, user terminal can be mobile phone, notebook, tablet computer etc..In another example if customer service client is to be deployed in customer service
The service calls of system side, then visitor's client can be the fixed-line telephone of user, mobile phone etc..
In an optional embodiment, communication that each customer service client separate storage user is sent by visitor's client
Data, this section communication data are usually the communication data for describing user and being asked questions, and such communication data processor can
To directly acquire the communication data for describing the problem of user is seeked advice from.
It is asked for example, communication data processor can be obtained to each customer service client transmission data, with acquisition request
User with customer service client communicate the communication data for describing the problem of user is seeked advice from of generation；Each customer service client
End is sent to communication data according to data acquisition request, by being locally stored for describing the communication data that user is asked questions
Processing unit；Communication data processor receive each customer service client transmission for describe the problem of user is seeked advice from lead to
Letter data.
In another example customer service client can actively be sent to communication data processor for retouching according to the scheduled time
State the communication data for the problem of user is seeked advice from.Based on this, communication data processor can receive customer service client and actively send out
The communication data for describing the problem of user is seeked advice from sent.
In another optional embodiment, each customer service client can mix storage user and be sent by visitor's client
Communication data and customer service client be sent to the communication data of visitor's client.To mitigate the processing load of customer service client,
Communication data processor can be obtained for whole communication datas caused by being communicated at least one customer service client,
Then it is identified according to preset user terminal mark and/or customer side, from acquired whole communication datas, is obtained for describing
The communication data for the problem of user is seeked advice from.
It is asked for example, communication data processor can be obtained to each customer service client transmission data, with acquisition request
User with customer service client communicate whole communication datas of generation；Each customer service client, will according to data acquisition request
The whole communication datas being locally stored are sent to communication data processor；Communication data processor receives each customer service client
Hold the communication data sent.
In another example customer service client can be according to the scheduled time, actively to communication data processor transmission and user
Carry out whole communication datas of communication generation.Based on this, communication data processor can receive customer service client and actively send
The whole communication datas for user communicate generation.
It is worth noting that the communication data that user and customer service client communicate generation carries the mark of sender
Information, such as can be IP address, MAC Address or telephone number etc..Based on this, communication data processor can be pre-configured with
User terminal identifies and/or customer side mark, is then identified according to user terminal mark and/or customer side, from all communication datas
Distinguish that user is sent to the communication data of customer service client by visitor's client and customer service client is sent to visitor visitor
The communication data at family end.General user is sent to the communication data of customer service client namely for description by visitor's client
The communication data for the problem of user is seeked advice from.
Wherein, above-mentioned user terminal mark can be IP address, MAC Address or the phone number for visitor's client that user uses
Code etc.；Correspondingly, customer side mark can be IP address, MAC Address or telephone number of customer service client etc..
Acquisition come from user communicated at least one customer service client caused by be used to describe user to be consulted
After the communication data of the problem of inquiry, communication data processor can be to the communication data for describing the problem of user is seeked advice from
Semantic analysis is carried out, from the communication data for describing the problem of user is seeked advice from, is determined for describing same or similar ask
The communication data of topic.About process this implementation to carrying out semantic analysis for describing the communication data for the problem of user is seeked advice from
Example is not detailed, and be can refer to various semantic analysis process in the prior art and is implemented.
Wherein, if the communication data for occurring describing same or similar problem illustrates that the problem of user fails effectively to be solved
Certainly, this to be directly compared to the communication data for the problem that describes to determine the scheme whether problem is effectively solved, it can
Regard a problem to avoid by different problems, Resolving probiems probability can be determined more accurately, in addition it can not taken
The limitation of business channel is not only suitable for the scene that user only carries out problem consulting by a kind of services channels, it is logical to be also applied for user
Cross the scene that two kinds or more services channels carry out problem consulting.
It is worth noting that the same or similar problem described in the present embodiment can be a same or similar problem,
Can be multiple same or similar problems.It illustrates, it is assumed that the rule that user passes through one commodity of online chatting service consultation
Lattice parameter, fails to be answered well, then be seeked advice from further through IVR, then the specification ginseng for the commodity that user is seeked advice from
This problem of number is a same or similar problem；Assuming that user passes through the preferential of one commodity of online chatting service consultation
Activity, fails to be answered well, then be seeked advice from further through IVR, then the preferential activity for the commodity that user is seeked advice from
This problem is also same or similar problem, etc..
After determining the communication data for describing same or similar problem, communication data processor can be according to for describing
The communication data of same or similar problem and the above-mentioned communication data for describing the problem of user is seeked advice from obtain user and are consulted
The solution probability of the problem of inquiry.
A kind of simple realization method includes：Communication data processor statistics is for describing the logical of same or similar problem
The number of the number of letter data and communication data for describing the problem of user is seeked advice from；According to same or similar for describing
The number of the number of the communication data of problem and communication data for describing the problem of user is seeked advice from obtains user and is seeked advice from
The problem of solution probability.
For example, can be seeked advice from by the number of the communication data for describing same or similar problem and for describing user
The problem of communication data number ratio, as the unresolved probability that user is asked questions, then subtract user with 1 and consulted
The unresolved probability of inquiry topic obtains the solution probability that user is asked questions.
In practical applications, communication data processor can be seeked advice from according to specified period, periodic counting user
The problem of solution probability.It is provided with customer service system that is, communication data processor can periodically obtain user
At least one customer service client communicated caused by for describing the communication data of the problem of user is seeked advice from；To being obtained
The communication data for describing the problem of user is seeked advice from taken carries out semantic analysis, and therefrom determination is same or similar for describing
The communication data of problem；According to the identified communication data for describing same or similar problem and acquired for describing
The communication data for the problem of user is seeked advice from obtains the solution probability for the problem of user is seeked advice within each period.
Alternatively, communication data processor can also be according to actual demand, to what is seeked advice from user at the appointed time section
The solution probability of problem is counted.Specifically, communication data processor can obtain user, at the appointed time section is interior and objective
At least one customer service client that dress system provides is used to describe user institute in the designated time period caused by being communicated
The communication data of the problem of consulting；To the acquired communication number for describing the problem of user is at the appointed time seeked advice from section
According to semantic analysis is carried out, the communication data for describing same or similar problem is therefrom determined；According to identified for describing
The communication data of same or similar problem and acquired for describing leading to for the problem of user being at the appointed time seeked advice from section
Letter data obtains the solution probability for the problem of user is at the appointed time seeked advice from section.
In an optional embodiment, it is contemplated that user may use a variety of services channels to carry out problem consulting simultaneously, no
The data format that corresponding customer service client is supported with services channels may be different, therefore, obtaining for describing user institute
After the communication data of the problem of consulting, format conversion can be carried out to acquired communication data, in order to carry out semantic point
Analysis.As shown in Fig. 2, the embodiment includes：
201, obtain user communicated at least one customer service client that customer service system provides caused by be used for retouch
State the communication data for the problem of user is seeked advice from.
202, judge whether the above-mentioned format for describing the communication data for the problem of user is seeked advice from is all identical；If
It is to turn to go to execute step 204；If it is not, turning to go to execute step 203.
203, the communication data to above-mentioned for describing the problem of user is seeked advice from carries out format conversion, to be used in description
The communication data for the problem of user is seeked advice from continues to execute step 204 all with same format.
204, the communication data to above-mentioned for describing the problem of user is seeked advice from carries out semantic analysis, from above-mentioned for retouching
In the communication data for stating the problem of user is seeked advice from, the communication data for describing same or similar problem is determined.
205, it above-mentioned is seeked advice from according to the above-mentioned communication data for describing same or similar problem and for describing user
The problem of communication data, obtain user it is seeked advice from the problem of solution probability.
In the present embodiment, communication data processor is by judging the communication number for describing the problem of user is seeked advice from
According to format whether all it is identical, if it is not, can first to these communication datas carry out format conversion, with obtain have same format
Communication data.It, can be more by for describing the communication data of the problem of user is seeked advice from all formats having the same
It is convenient to carry out semantic analysis.
It is worth noting that the same format finally having for describing the communication data for the problem of user is seeked advice from,
The present embodiment does not limit, such as can be audio format, can also be text formatting.
For example, it is usually voice data that user carries out communication data caused by problem consulting by IVR；And user
It may be voice data to carry out communication data caused by problem consulting by online chatting service and/or online Self-Service,
It is also likely to be text data.
In an optional embodiment, communication data processor can will be for describing the logical of the problem of user is seeked advice from
Voice data in letter data is converted to text data, to obtain all using text formatting for describing what user was seeked advice from
The communication data of problem.The problem of user is seeked advice from by various customer service clients so is all described as text data, favorably
In progress semantic analysis, and then can more accurate statistical problem solution probability.
Wherein, it converts voice data into text data and belongs to speech recognition technology, which belongs to existing
Technology, the present embodiment are not detailed.
To sum up, method provided by the embodiments of the present application, based on description user it is seeked advice from the problem of communication data come
The solution probability for the problem of counting user is seeked advice from, rather than time asked questions by counting user as the prior art
Number can improve the problem of counting and solve the accuracy of probability, and can not be asked questions used service by user
The limitation of channel.
Below by taking user carries out problem consulting using IVR, online chatting service and online Self-Service simultaneously as an example, to this
Application technical solution is described further.
Fig. 3 is the flow diagram for the processing method of communication data that the another embodiment of the application provides.As shown in figure 3, should
Method includes：
3a, user are asked questions with text mode to the customer service client of online chatting service.
3b, online chatting service customer service client storage user it is seeked advice from the problem of, and search corresponding answer.
3c, online chatting service customer service client user is seeked advice from the problem of be sent to communication data processor.
3d, online chatting service customer service client the answer of problem is returned into user.
3e, user are asked questions with text mode to the customer service client of online Self-Service.
3f, online Self-Service customer service client storage user it is seeked advice from the problem of, and search corresponding answer.
3g, online Self-Service customer service client user is seeked advice from the problem of be sent to communication data processor.
3h, online Self-Service customer service client the answer of problem is returned into user.
3i, user call the customer service client of IVR by communicating the call center of operator, with to the customer service client of IVR
End asks questions.
The problem of customer service client storage user of 3j, IVR are seeked advice from, and search corresponding answer.
The problem of customer service client of 3k, IVR are seeked advice from by user is sent to communication data processor.
The answer of problem is returned to user by the customer service client of 3l, IVR by call center.
The problem of 3m, communication data processor send the customer service client of IVR is converted to text data.
3n, communication data processor carry out semantic analysis to all problems, determine same or similar problem, and then basis
Same or similar problem determines the solution probability that user is asked questions.
In the present embodiment, communication data processor is directly based upon the problem of user is seeked advice from and carrys out counting user and seeked advice from
The problem of solution probability, rather than the number asked questions by counting user as the prior art can improve statistics
The problem of going out solves the accuracy of probability, and can not be asked questions used services channels by user and be limited.
It is worth noting that being based on the various embodiments described above, communication data processor obtains the problem of user is seeked advice from
The solution probability that can also be seeked advice from according to the user obtained after probability is solved the problem of, to the Service Quality of customer service system
Amount is evaluated.
It should be noted that for each method embodiment above-mentioned, for simple description, therefore it is all expressed as a series of
Combination of actions, but those skilled in the art should understand that, the application is not limited by the described action sequence because
According to the application, certain steps can be performed in other orders or simultaneously.Secondly, those skilled in the art should also know
It knows, embodiment described in this description belongs to preferred embodiment, involved action and module not necessarily the application
It is necessary.
In the above-described embodiments, it all emphasizes particularly on different fields to the description of each embodiment, there is no the portion being described in detail in some embodiment
Point, it may refer to the associated description of other embodiment.
Fig. 4 is the structural schematic diagram for the communication data processor that one embodiment of the application provides.As shown in figure 4, the dress
Set including：Data acquisition module 41, semantic module 42 and probability acquisition module 43.
Data acquisition module 41, at least one customer service client for obtaining user with customer service system provides communicate
The generated communication data for describing the problem of user is seeked advice from.
Semantic module 42 is connect with data acquisition module 41, is used to retouch for obtain data acquisition module 41
The communication data for stating the problem of user is seeked advice from carries out semantic analysis, from the communication data for describing the problem of user is seeked advice from
In, determine the communication data for describing same or similar problem.
Probability acquisition module 43 is connect with data acquisition module 41 and semantic module 42, for according to semantic analysis
The description that is used for for the communication data and the acquisition of data acquisition module 41 for describing same or similar problem that module 42 determines is used
The communication data for the problem of family is seeked advice from obtains the solution probability for the problem of user is seeked advice from.
In an optional embodiment, data acquisition module 41 is particularly used in：
Acquisition user all communicates numbers caused by being communicated at least one customer service client that customer service system provides
According to；According to preset user terminal mark and/or customer side mark, from whole communication datas, acquisition is consulted for describing user
The communication data of the problem of inquiry.
In an optional embodiment, as shown in figure 5, the device further includes：Judgment module 44 and format converting module 45.
Judgment module 44 is connect with data acquisition module 41, for judging that data acquisition module 41 obtains for describing
Whether the format of the communication data for the problem of user is seeked advice from is all identical.
Format converting module 45 is connect with judgment module 44 and data acquisition module 41, for sentencing in judgment module 44
When disconnected result is no, to data acquisition module 41 obtain for describing the communication data of the problem of user is seeked advice from into row format
Conversion, to be used in the communication data for the problem of description user is seeked advice from all with same format.Format converting module 45 is also
It is connect with semantic module 42, for providing being seeked advice from for describing user with same format to semantic module 42
The problem of communication data.
Further, format converting module 45 is particularly used in：By the communication data for describing the problem of user is seeked advice from
In voice data be converted to text data, with obtain all using text formatting be used for the problem of user is seeked advice from is described
Communication data.
In an optional embodiment, probability acquisition module 43 is particularly used in：Statistics is for describing same or similar ask
The number of the number of the communication data of topic and communication data for describing the problem of user is seeked advice from；According to identical for describing
Or the number of the communication data of Similar Problems and the number of communication data for describing the problem of user is seeked advice from, obtain user
The solution probability of the problem of seeked advice from.
In an optional embodiment, as shown in figure 5, the device further includes：Quality assessment modules 46 obtain mould with probability
The solution probability for the problem of block 43 connects, and the user for being obtained according to probability acquisition module 43 is seeked advice from, to customer service system
Service quality is evaluated.
Communication data processor provided in this embodiment, by semantic analysis, it is seeked advice from from user the problem of itself go out
Sending statistics, its solves probability, rather than the number asked questions by user, therefore can improve the problem of counted and solve
The accuracy of probability.
It is apparent to those skilled in the art that for convenience and simplicity of description, the system of foregoing description,
The specific work process of device and unit, can refer to corresponding processes in the foregoing method embodiment, and details are not described herein.
In several embodiments provided herein, it should be understood that disclosed system, device and method can be with
It realizes by another way.For example, the apparatus embodiments described above are merely exemplary, for example, the unit
It divides, only a kind of division of logic function, formula that in actual implementation, there may be another division manner, such as multiple units or component
It can be combined or can be integrated into another system, or some features can be ignored or not executed.Another point, it is shown or
The mutual coupling, direct-coupling or communication connection discussed can be the indirect coupling by some interfaces, device or unit
It closes or communicates to connect, can be electrical, machinery or other forms.
The unit illustrated as separating component may or may not be physically separated, aobvious as unit
The component shown may or may not be physical unit, you can be located at a place, or may be distributed over multiple
In network element.Some or all of unit therein can be selected according to the actual needs to realize the mesh of this embodiment scheme
's.
In addition, each functional unit in each embodiment of the application can be integrated in a processing unit, it can also
It is that each unit physically exists alone, it can also be during two or more units be integrated in one unit.Above-mentioned integrated list
The form that hardware had both may be used in member is realized, can also be realized in the form of hardware adds SFU software functional unit.
The above-mentioned integrated unit being realized in the form of SFU software functional unit can be stored in one and computer-readable deposit
In storage media.Above-mentioned SFU software functional unit is stored in a storage medium, including some instructions are used so that a computer
It is each that equipment (can be personal computer, server or the network equipment etc.) or processor (processor) execute the application
The part steps of embodiment the method.And storage medium above-mentioned includes：USB flash disk, mobile hard disk, read-only memory (Read-
Only Memory, ROM), random access memory (Random Access Memory, RAM), magnetic disc or CD etc. it is various
The medium of program code can be stored.
Finally it should be noted that：Above example is only to illustrate the technical solution of the application, rather than its limitations；Although
The application is described in detail with reference to the foregoing embodiments, it will be understood by those of ordinary skill in the art that：It still may be used
With technical scheme described in the above embodiments is modified or equivalent replacement of some of the technical features；
And these modifications or replacements, each embodiment technical solution of the application that it does not separate the essence of the corresponding technical solution spirit and
Range.
Claims (12)
1. a kind of processing method of communication data, which is characterized in that including：
Acquisition user is used to describe the use caused by being communicated at least one customer service client that customer service system provides
The communication data for the problem of family is seeked advice from；
Semantic analysis is carried out to the communication data for describing the problem of user is seeked advice from, from described for describing institute
In the communication data for stating the problem of user is seeked advice from, the communication data for describing same or similar problem is determined；
It described asks according to the communication data for describing same or similar problem and for describe that the user seeked advice from
The communication data of topic obtains the solution probability for the problem of user is seeked advice from.
2. according to the method described in claim 1, it is characterized in that, at least one for obtaining user and being provided with customer service system
Customer service client communicated caused by for describing the communication data of the problem of user is seeked advice from, including：
It is all logical caused by obtaining the user and being communicated at least one customer service client that the customer service system provides
Letter data；
According to preset user terminal mark and/or customer side mark, from whole communication datas, obtain described for describing
The communication data for the problem of user is seeked advice from.
3. according to the method described in claim 1, it is characterized in that, described ask for describe that the user seeked advice from described
The communication data of topic carries out semantic analysis, from the communication data for describing the problem of user is seeked advice from, determines
Before communication data for describing same or similar problem, further include：
Judge whether the format for describing the communication data for the problem of user is seeked advice from is all identical；
If judging result is no, format conversion is carried out to the communication data for describing the problem of user is seeked advice from,
So that the communication data for describing the problem of user is seeked advice from is all with same format.
4. according to the method described in claim 3, it is characterized in that, described pair is used to describe the problem of user is seeked advice from
Communication data carries out format conversion, so that the communication data for describing the problem of user is seeked advice from is all with phase
Same format, including：
Voice data in the communication data for describing the problem of user is seeked advice from is converted into text data, with
Obtain the communication data for describing the problem of user is seeked advice from all using text formatting.
5. according to claim 1-4 any one of them methods, which is characterized in that for describing identical or phase described in the basis
Communication data like problem and the communication data for describing the problem of user is seeked advice from, obtain the user and are consulted
The solution probability of the problem of inquiry, including：
It the statistics number for describing the communication data of same or similar problem and described is consulted for describing the user
The number of the communication data of the problem of inquiry；
It described is consulted according to the number for describing the communication data of same or similar problem and for describing the user
The number of the communication data of the problem of inquiry obtains the solution probability for the problem of user is seeked advice from.
6. according to claim 1-4 any one of them methods, which is characterized in that described to obtain the problem of user is seeked advice from
Solution probability after, further include：
According to solution probability of user the problem of seeked advice from, the service quality of the customer service system is evaluated.
7. a kind of communication data processor, which is characterized in that including：
Data acquisition module, produced by least one customer service client for obtaining user with customer service system provides is communicated
For describing the communication data of the problem of user is seeked advice from；
Semantic module, for carrying out semantic point to the communication data for describing the problem of user is seeked advice from
Analysis is determined from the communication data for describing the problem of user is seeked advice from for describing same or similar problem
Communication data；
Probability acquisition module, for according to the communication data for describing same or similar problem and described for describing institute
The communication data for stating the problem of user is seeked advice from obtains the solution probability for the problem of user is seeked advice from.
8. device according to claim 7, which is characterized in that the data acquisition module is specifically used for：
It is all logical caused by obtaining the user and being communicated at least one customer service client that the customer service system provides
Letter data；
According to preset user terminal mark and/or customer side mark, from whole communication datas, obtain described for describing
The communication data for the problem of user is seeked advice from.
9. device according to claim 7, which is characterized in that further include：
Judgment module, for whether all to judge the format for describing the communication data for the problem of user is seeked advice from
It is identical；
Format converting module, for when the judging result of the judgment module is no, being used to describe the user institute to described
The communication data of the problem of consulting carries out format conversion, so that the communication number for describing the problem of user is seeked advice from
According to all with same format.
10. device according to claim 9, which is characterized in that the format converting module is specifically used for：
Voice data in the communication data for describing the problem of user is seeked advice from is converted into text data, with
Obtain the communication data for describing the problem of user is seeked advice from all using text formatting.
11. according to claim 7-10 any one of them devices, which is characterized in that the probability acquisition module is specifically used for：
It the statistics number for describing the communication data of same or similar problem and described is consulted for describing the user
The number of the communication data of the problem of inquiry；
It described is consulted according to the number for describing the communication data of same or similar problem and for describing the user
The number of the communication data of the problem of inquiry obtains the solution probability for the problem of user is seeked advice from.
12. according to claim 7-10 any one of them devices, which is characterized in that further include：
Quality assessment module, for the solution probability according to the user the problem of seeked advice from, the service to the customer service system
Quality is evaluated.
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| CN111324786B (en) * | 2020-03-03 | 2023-11-07 | 北京京东振世信息技术有限公司 | Method and device for processing consultation problem information |
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| CN101431573A (en) * | 2007-11-08 | 2009-05-13 | 上海赢思软件技术有限公司 | Method and equipment for implementing automatic customer service through human-machine interaction technology |
| CN102789496A (en) * | 2012-07-13 | 2012-11-21 | 携程计算机技术（上海）有限公司 | Method and system for implementing intelligent response |
| CN103714488A (en) * | 2014-01-03 | 2014-04-09 | 无锡清华信息科学与技术国家实验室物联网技术中心 | Method for optimizing question answering platform in social network |
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| CN101431573A (en) * | 2007-11-08 | 2009-05-13 | 上海赢思软件技术有限公司 | Method and equipment for implementing automatic customer service through human-machine interaction technology |
| CN101373532A (en) * | 2008-07-10 | 2009-02-25 | 昆明理工大学 | FAQ Chinese request-answering system implementing method in tourism field |
| CN102789496A (en) * | 2012-07-13 | 2012-11-21 | 携程计算机技术（上海）有限公司 | Method and system for implementing intelligent response |
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